Principles of key account management                                     Hans Rissmann, OBE,                        CEO Ed...
Monday, 15 October 12
Monday, 15 October 12
Involving People, the EICC approach to key account managementMonday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Client                        Relationship                        ManagementMonday, 15 October 12
Client                        Relationship                        ManagementMonday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
“ Tell me and I forget,          teach me and I      remember. Involve me          and I will learn”        Benjamin Frank...
e Client                        PipelineMonday, 15 October 12
e Client                        PipelineMonday, 15 October 12
Monday, 15 October 12
+ Accountability +                                                        Task(                                           ...
Monday, 15 October 12
“ Be a yardstick of quality. Some                           people aren’t used to an                        environment wh...
Monday, 15 October 12
frame work  Exce llenceMonday, 15 October 12
Monday, 15 October 12
Investor in People - Human Resource                             Management standard - UKMonday, 15 October 12
Monday, 15 October 12
Hospitality Assured Meetings - service                         standard for the meetings industry -                       ...
Monday, 15 October 12
ISO14001 - Environmental management standard -                                          InternationalMonday, 15 October 12
Monday, 15 October 12
Green Business Tourism Gold award - Tourism industry                               environmental operation standard - UKMo...
Monday, 15 October 12
ISO 9001 - Quality assurance - InternationalMonday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
Excellence through People - Hospitality industry Human                                 Resource Management standard - UKMo...
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
“ Creativity comes from                           a conflict of ideas”                                     Gianni VersaceMo...
Monday, 15 October 12
Cross Functional TeamworkMonday, 15 October 12
Monday, 15 October 12
“ A business has to be                         involving, it has to be fun                        and it has to exercise y...
Monday, 15 October 12
Monday, 15 October 12
Monday, 15 October 12
“Business excellence is easy - all       we have to do, is turn our backs               on mediocrity”Monday, 15 October 12
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Principles Of Key Account Management #ICCA12 MONDAY 22/10/2012

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Presentation held at the 51st ICCA Congress which took place in San Juan, Puerto Rico from 20 - 24 October 2012. For more information on ICCA please visit www.iccaworld.com.

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Principles Of Key Account Management #ICCA12 MONDAY 22/10/2012

  1. 1. Principles of key account management Hans Rissmann, OBE, CEO Edinburgh International Conference Centre (EICC), United Kingdom hans@eicc.co.ukMonday, 15 October 12
  2. 2. Monday, 15 October 12
  3. 3. Monday, 15 October 12
  4. 4. Involving People, the EICC approach to key account managementMonday, 15 October 12
  5. 5. Monday, 15 October 12
  6. 6. Monday, 15 October 12
  7. 7. Monday, 15 October 12
  8. 8. Monday, 15 October 12
  9. 9. Monday, 15 October 12
  10. 10. Monday, 15 October 12
  11. 11. Client Relationship ManagementMonday, 15 October 12
  12. 12. Client Relationship ManagementMonday, 15 October 12
  13. 13. Monday, 15 October 12
  14. 14. Monday, 15 October 12
  15. 15. Monday, 15 October 12
  16. 16. Monday, 15 October 12
  17. 17. Monday, 15 October 12
  18. 18. Monday, 15 October 12
  19. 19. “ Tell me and I forget, teach me and I remember. Involve me and I will learn” Benjamin FranklinMonday, 15 October 12
  20. 20. e Client PipelineMonday, 15 October 12
  21. 21. e Client PipelineMonday, 15 October 12
  22. 22. Monday, 15 October 12
  23. 23. + Accountability + Task( ) = Involvement ownership Client Delight & Customer RetentionMonday, 15 October 12
  24. 24. Monday, 15 October 12
  25. 25. “ Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected” Steve JobsMonday, 15 October 12
  26. 26. Monday, 15 October 12
  27. 27. frame work Exce llenceMonday, 15 October 12
  28. 28. Monday, 15 October 12
  29. 29. Investor in People - Human Resource Management standard - UKMonday, 15 October 12
  30. 30. Monday, 15 October 12
  31. 31. Hospitality Assured Meetings - service standard for the meetings industry - InternationalMonday, 15 October 12
  32. 32. Monday, 15 October 12
  33. 33. ISO14001 - Environmental management standard - InternationalMonday, 15 October 12
  34. 34. Monday, 15 October 12
  35. 35. Green Business Tourism Gold award - Tourism industry environmental operation standard - UKMonday, 15 October 12
  36. 36. Monday, 15 October 12
  37. 37. ISO 9001 - Quality assurance - InternationalMonday, 15 October 12
  38. 38. Monday, 15 October 12
  39. 39. Monday, 15 October 12
  40. 40. Monday, 15 October 12
  41. 41. Excellence through People - Hospitality industry Human Resource Management standard - UKMonday, 15 October 12
  42. 42. Monday, 15 October 12
  43. 43. Monday, 15 October 12
  44. 44. Monday, 15 October 12
  45. 45. “ Creativity comes from a conflict of ideas” Gianni VersaceMonday, 15 October 12
  46. 46. Monday, 15 October 12
  47. 47. Cross Functional TeamworkMonday, 15 October 12
  48. 48. Monday, 15 October 12
  49. 49. “ A business has to be involving, it has to be fun and it has to exercise your creative instincts” Sir Richard BransonMonday, 15 October 12
  50. 50. Monday, 15 October 12
  51. 51. Monday, 15 October 12
  52. 52. Monday, 15 October 12
  53. 53. “Business excellence is easy - all we have to do, is turn our backs on mediocrity”Monday, 15 October 12
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